Amy DeMartine's Blog

Forrester is big on music. Conference rooms are named after bands or musicians and headquarters just held a music festival. As for me, I am a big Drake fan. Therefore, to honor Drake (shout out to Noah “40” Shebib too!) and with a nod to the love of music at Forrester Research, I have combed through his lyrics and here’s the top 5 things I think Drake can remind us about service management:

“I be yelling out: money over everything, money on my mind” Especially after a long week of dealing with outages, changes gone awry, or a huge volume of service requests, it is good to remind ourselves why service management is so important. At its heart, service management solves critical business problems or enables business success. Good service management can make employees more productive which in turn makes the company more profitable. How are you measuring success? More on that later.

“There ain't really much out here that's popping off without us” Whether it is business processes or applications that support functions such as HR, Finance, R&D, Marketing, or Sales, service management is at the heart of it all. Service Management should be enabling, monitoring, and measuring all of these business processes and therefore making you relevant to the business success or failure.

“It’s hard to do these things alone” Services are reliant on the networks, servers, databases and all other parts of IT to run smoothly. Boundaries can easily pop up between functions of IT. Work hard to break down those boundaries to make everyone’s job easier.